Customer Support - Product Advisor

We’re Watts. Together, we’re reimagining the future of water.

We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

What we do:

For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation — and we have a dynamic future ahead.​

As the Customer Support Product Advisor, you will provide customer service and product support to homeowners of our products. You will be the primary contact, assisting homeowners with inquiries, troubleshooting issues, and ensuring satisfaction with our services. Your expertise and attention to detail will help deliver a seamless customer experience. training for all new employees and all ongoing training from customer service, platform/application to technical support. This position will report to the ECommerce Channel Manager.

You Will:

• Assist with customer service activities including order entry, sales, and account reconciliation.
• Diagnose and resolve customer inquiries, concerns, and issues via phone, e-mail, & social media.
• Provide phone and email-based troubleshooting assistance to homeowners and plumbers on water filtration products.
• Maintain working knowledge and expertise of products and services.
• Assist customers by solving customer disputes promptly.
• Ability to see challenges from the customer's point of view coupled with a passion to help.
• Assist customers/end users with questions on product installation, maintenance, usage, and support; prioritize and respond to support requests.
• Identify opportunities cross-sell additional products and services to customers based on their needs.

You Have:

• High School Diploma or equivalent, associate degree.
• 4+ years of applicable experience.
• Experience with Magento, QuickBase, or related e-commerce and CRM platforms.
• Experience with order entry and expediting orders required.
• Experience with ERP systems regarding stock levels, stock location, order management, and price/availability checks or similar.
• Creative and adaptable, with the ability to troubleshoot abstract concepts, find solutions and connect the dots in an agile work environment.

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The expected salary range for this position is $41,600 - $47,810 yearly. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable laws.

Physical Requirements:

While performing the duties of this job, the employee is frequently required to walk, talk, and/or hear. The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include: close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment:

Work in both office and manufacturing environment. May occasionally be required to perform job duties outside the typical office setting.

Watts in it for you:

Please note that the following benefits apply only to permanent roles and do not apply to internship roles.

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Continued professional development opportunities and educational reimbursement
• Additional perks such as fitness reimbursements and employee discount programs
• Learn more about our benefit offerings here: https://tapintowattsbenefits.com/

How we work:

At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.

And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.

Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.